Experience

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  Southeast missouri state university

  Aug 1993 - May 1995

  Graduate assistant

  Academic Advising, answering Enrollment questions for New and Existing College Students Managed reservations and schedule of the new Student Orientation ProgramCoordinated set-up, installation, and recovery of new Desktop PCs issued to 30 Freshmen National Merit Scholars.Edited and updated new Freshmen Parent Resource Guide

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  Gc services

  Jan 1995 - Jan 1997

  Analyst

  I reviewed alarms for instances of Fraud and Bad Debt on MC's Long Distance network. Worked with customers to understand and address these issues. Worked with customers and law enforcement agencies to search for collect calls from runaway or missing family members. Researched LEC reported Annoyance call issues from the MCI Long Distance network.

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  Mci worldcom

  Jan 1997 - Jan 2008

  Manager
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  Verizon business

  Jul 1997 - Jan 1998

  Network surveillance technician switch technical assistance

  Implemented a new process that improved isolation of customer troubles using database search of actual problem call records instead of trying to simulate troubles remotelyDeveloped a Standard Product trouble handling procedure that improved customer trouble ticket handling timeWorked on project to create a new tool for trouble-shooting customer troubles Improved search time on call detail records from 1 hour to less than 5 minutesTool is still being used 12 years laterUsed ROBOHELP to create an on-line manual of Call Search Processes, Procedures, and contact information. Successfully manage customer troublesInteracted with Customer and Addressed all Executive level escalations Supported 24/7 for real time call search activities of Long Distance Billing Records to support Law Enforcement (US Marshalls, FBI, Secret Service), Subpoena Compliance and Account Teams.High Toll/Fraud Control Analyst - Fraud Control Show less

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  Switch technical assistance center

  Jan 1998 - Jan 2000

  Support engineer

  Developed and trained employees on trouble handling procedures for International and Domestic ProductsSupport for complex service inquiries on Domestic and International Voice connection issuesActed as back up for management

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  Verizon business

  Jan 2000 - Apr 2007

  Managed Voice Call-Processing Technical Support groupGroups servedNetwork ManagementInstallCustomer Maintenance Centers Sales The issues involvedLocal, Long Distance, and International voice products.Voice over IP International Voice Call Processing Next-Day analysis of Voice Traffic Performance SS7 signaling, ISDN signaling, SIP signalingWorked with Equipment Vendors to develop of software patches to resolve customer and network troubles Supported sales providing technical details for request for bids/proposalsTechnical support for failed installation of customer ordersReported the group and organization Key Results Areas and Performance Indicators Show less Helped in the creation and development of Voice Customer Maintenance GroupIntegrated functions from four different groups to improve isolation of customer reported faults. Managed function from near failure with numerous daily executive escalations to a point of high customer satisfaction and almost no executive escalations. Developed high performance team with implementation of formal employee training program and standard operating proceduresSignificantly reduced employee attrition and improved employee satisfactionImplemented aggressive program rewarding employee development and performanceSupported introduction for a new Inbound and Outbound products implemented in Europe and Asia PacDeveloped Customer Trouble ProcessDeveloped Network Fault Process Created and delivered trouble and fault isolation training for remote customer repair groups. Show less

  • Manager - Switch Network Application Support

    May 2005 - Apr 2007

  • Manager

    Jan 2000 - May 2005
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  Global switching network operation center

  Apr 2007 - Jun 2013

  Manager

  Managed Tier I and II Switching Platform surveillanceAlcatel Voice SwitchesGENBAND (Formerly Nortel TDM and VoIP switches)Ericsson TDM and VoIP Voice Switches. Managed International Voice Traffic SurveillanceManaged International Voice Traffic Reporting and AnalysisConsolidated functions from five different groups in a single group to achieve operational efficiencies and headcount cost savings. Managed capital project to replace and upgrade for Desktop, Laptop, and Server Hardware for entire organization. Resolved hardware, software, and call processing issues with Local, Long Distance, and International voice productsCollaborated with sales, sales support, product development planning, and engineering to implement a Sonus based Voice over Internet product offeringSuccessfully managed traffic management project to add tier traffic offering on International Voice network Developed new Voice Traffic Monitoring and Management tools with ITCreated new standard operating procedures for handle new productManaged project to add new automation in alarm monitoring platformEliminated need to 3 FTE positionsMaintaining service levels and customer satisfactionOver 90% of ticket created by automationAutomated flash notification of hardware outages reduced Mean Time to Flash from over 30 minutes to less than 5 minutes. Migrated organization to new soft client ACDImproved group's disaster recovery plan by removing unnecessary manual re-routes under old phone system. Worked with Engineering on the introduction of new switching elements Show less

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  Verizon

  May 2022 - now

  Associate director - service assurance fault management: automation correlation art

  I manage a group of Product Owner/Project Managers who work on the Automation and Correlation of alarms handled by the Verizon Global Network Management organization.